In this episode of the CX Pod, Merete and Joanna welcome

Mikkel Korn Tved, a seasoned expert in customer experience (CX) and customer-centric business development. Mikkel shares his extensive background in the industry, discussing the importance of nurturing customer relationshipsand the challenges companies face in truly becoming customer-centric. Hehighlights the significant gap between executive perceptions of customercentricity and actual customer experiences, emphasizing the need for a solidfoundation of insights to drive effective CX strategies. Mikkel also discussesthe critical role of leadership in fostering a customer-centric culture and thenecessity of financial justification for CX initiatives. The conversationconcludes with Mikkel's insights on building a customer-centric organizationand the importance of treating customers according to their unique needs. Inthis conversation, Mikkel discusses the segmentation of companies in relationto customer loyalty, emphasizing the need for continuous improvement and theimportance of understanding customer feedback through voice of customerprograms. He highlights the necessity of transforming data into actionableinsights and the attributes that define a truly customer-centric organization,including culture and leadership.

Mikkel's linkedin: https://www.linkedin.com/in/mikkelkorntved/